1. A SW admin is sending mail with custom attribute details to create tickets and its getting created as ticket, but the admin is not getting mail confirmation from helpdesk.

2. An ordinary user is sending mail with custom attribute details to create tickets and its getting created ticket but with out custom attribute details and they are getting mail confirmation from helpdesk.

our requirement is, we dont want that user to be an admin but same time what ever mails they are sending with custom attribute details should come in the ticket also they should get a mail confirmation from helpdesk, not only for opening ticket, they should also get mail whenever comments made, ticket assigned and closed.

1. As long as i have used SW, if your admin opens a ticket by email, he doesn't get the confirmation, only the other admins.

2. Are you trying to set custom attributes with tickets anywhere? I think only admins can use that.

You can use My ticket rules to fill custom attributes. Check the helpdesk settings to see which emails admins and end users should receive. And check the User Accounts settings to make sure your admins email notifications are checked.

1. As long as i have used SW, if your admin opens a ticket by email, he doesn't get the confirmation, only the other admins.

2. Are you trying to set custom attributes with tickets anywhere? I think only admins can use that.

Rajesh, I have to agree with David here.

1. When an admin creates a ticket by email sent to SW (mine is spiceworks@mydomain.com), everyone that user CC's on that email is automatically added to the ticket and receives confirmation. This behavior is controlled by the Helpdesk Pro setting of "Add incoming CC'ed emails to Ticket". If that is set to "off", only the sender is on the ticket. In either case, everyone EXCEPT the sender receives confirmation that the ticket was created because the sender should already know that he created the ticket. The sender will receive any subsequent communication on the ticket that he doesn't himself produce.

2. If the original sender is an ordinary user, there is no way for that user to fill in custom attributes (that I know of) because SW ignores Tickets Anywhere commands from anyone other than admins.

David Ivan wrote:

You can use My ticket rules to fill custom attributes.

To expand on this, setting custom attributes is a little clunky using this method. Something like below could work, but I would think your users would need extensive training to get this right. And this is only ONE custom attribute.